ComplaintsforAshe Van Lines Moving and Storage

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Claim for damaged goods and damage to my home during delivery was submitted on November 15 2023. On or about March 19 2024 we agreed on $500. Since then **** Van Lines has promised a check that is yet to be delivered. Latest, on May 01 2024, I was promised a tracking number for payment check. Since then, ************ Lines will not answer the phone or return my calls.Although the owner, ***********************, has emailed me stating that he will personally see that my claim is resolved (I am paid the $500). This has not happened. As part of the cost of moving from ********* to ******, ** I paid for full replacement value protection. Which I was later informed is not an insurance it is a premium.

  Business response

  06/01/2024

  Please be advised on May 31, 2024 ******************************* obtained a certified check in the amount of $525.00 made payable to *********************.

  In an email we also sent a copy of the certified check as well as a copy of the certified mail receipt with a tracking number.

  We have fulfilled his complaint in full and ask that this matter be closed.

  Thank you, 

  
  

  Customer response

  06/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  10/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  we had an agreement with ************ Lines that they would pay me the amount of ****** for 3 monthly installments for $175.00 each starting in February of 2023 until paid off. Their first payment was received on July 29 2023 since there has been nothing. We have a copy of their agreemnent plus a copy of their check. Now we are being ignored and to this day there has been no other installment payments. We just hope that there is something you can do.

  Business response

  10/26/2023

   

  I *************** Office Manager for ************ Lines reached out to ************************* at 1:38 pm on today Thursday October 26, 2023.  We came to agreement of a cashiers check of $350.00 to be mailed out to her on Wednesday November 1, 2023 and that would close her claim.  Please let us know if you need any other assistance with this complaint.  

  Thank you,

  *************** Office Manager

• Initial Complaint

  03/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I moved from ************** ro Long Island ** on FEBRUARY 24TH using ****************************** , I spoke to ***** and told her I wanted Additional I insurance added to contract she told it would cost an additional ****** dollars for ************************************************************************************************************************** with the 70" big screen in tears. They stated they had notified their office and took a picture of the scan code as well as the damage which was the two right hand side of the screen. It had a dent in each corner and a colorful bar running across and down the right side. We told them we have full coverage for all our furnishings. We later found our he 65" ******* was damaged in the exact same two cones and also ha the same result of colorful border and down the right side. I bought the 70"it in Nov.2022. The delivery movers acknowledged the damage and reported it to the manager, after about almost 2 weeks I was contacted by ****** who said she was the manager and that when I signed for the delivery I checked off a box taking only minimal insurance, I checked no such box they said sign here no I sign day name period.Because they never charged me for the extra coverage the offers me ****** for the two damaged tv's. I countered with 500 dollars they declined. I have replaced both tv's at cost of **** dollars ad am asking them to settle this matter forthesum of 500 dollars which is 250 per tv and I will be satisfied not happy but satisfied. hoping you can help rectify this unpleasant situation.

  Business response

  03/31/2023

  Our process includes quoting the premium for Full Valuation should the customer show interest in purchasing the additional coverage.   ****************** received a quote for his move via email (see attachment) which has no estimated premium for Full Valuation Coverage and was quoted a weight of ***** lbs.  If a premium had been estimated (per the formula), it would have been $90.00 for ***** lbs, not the stated $120.00 for ****** lbs per ****************** (neither amount is in any way accurate or sensible to the size of his move).  There was no charge on the Bill of Lading for the Full Valuation Coverage premium (see attachment).  It was, however, signed by ****************** accepting Full Value.  The Addendum to Uniform Household Goods Bill of Lading was signed accepting Basic Valuation (see attachment). 
  Our movers called and let ** know of the damage to the 70" TV ******** 4K ************* weighing 55 lbs) immediately upon discovering it.  When accessing the situation, we decided to increase the amount we were liable for, which would be $33.00, and offered ****************** $250.00.  Over a week later, we were called and told the 2nd TV was damaged as well.  Our movers stated there was no damage when they delivered it.  However, in good faith, we offered the ****************** a total of $350.00 for both TVs.  With our legal liability being less than $60.00, we feel the offer of $350.00 is more than fair.  We value our customers and do our best to handle any damage claims with respect and care.  

  Customer response

  04/03/2023

   
  I am rejecting this response because:They are not telling the owner the full truth I in good faith was told by ***** she would add additional coverage at cost of ****** I was never offered a document to sign showing that I had the full coverage requested.They should be ashamed of themselves if this is how they treat disabled veterans or any customer for that matter. I will accept l than ******* especially since the 70 inch was only 3 months old, it was purchased in Nov., 2022, I have he receipt for it. If they want to give me 350 for the newer tv and ****** for the older tv that would be acceptable. Perhaps the owner should be more involved with what his office staff is doing in his name, after all its his business and reputation at stake.

  
  

  Business response

  04/20/2023

  We feel the offer of $350 for the damages to the tvs is well beyond our legal liability and more than fair.  There was documented and validated evidence that the 70 in TV was damaged. Our movers also confirmed the damage. With respect to the disabled veteran comment, we are always respectful of our veterans and make sure to thank them for their service, as you will see on the quote. However, being a veteran does not entitle a customer to different claim settlement than our other customers receive.  We do offer our veterans an additional discount on their move. The claim settlement we offered is still available.  The MUCH higher amount was offered because of the misunderstanding concerning the valuation coverage.  This is our attempt to "make things right" although the signed documentation is valid proof that basic valuation was warranted. 

  Customer response

  04/26/2023

   
  I am rejecting this response because:

  This claim has not been resolved. No progress has been made.  My husband is in the hospital on oxygen.  This damage to the new big screen and the older one took place 2/27/23.  We had to replace the new on that we bought in November for his entertainment while in the living room.  The other TV was the one we had in the living room prior and was over 10 yrs old.  It was in perfecT condition and we had to replace it as well.  

   

  The two employees who did the moving were vey upset and in tears about the damage to our 2 Big Screen TVs. Ironically, both were damaged down the right side.  When turned on they had a multicolor strip of color down the side and across the top. Unfortunately, we were told by others that the damage will be deducted from their pay.  Yet my husband doesnt get the reimbursement even though we had agreed to the full coverage to protect our furnishings.  This is an unfair business practice that needs to be addressed.

   

  We would appreciate the highest amount of reimbursement not only for the big screens but for the stress and time consumption that has been incurred since 2/27/23 and we still have no resolution.  

        

  Thank you in advance and may *** bless you and your efforts on our behalf.  My number is ************** or *************.

   

   

  
  

  Business response

  05/10/2023

  Due to the prior correspondence concerning this matter still being valid and unchanged, our prior response and offer stands, as we feel it is more than fair.  We have greatly exceeded our legal obligations per the ************** Utilities Commission.  We truly appreciate the business and as always, will do our best to handle our customers with respect and honesty. 

• Initial Complaint

  02/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This company moved me from ******* ** to ********** ** on October 22, 2021. They were putting boxes and totes in my garage and shed. After they left, I realized they had not left my living room rug and some of my plastic totes were missing. I called that day and spoke to Chanel. She said she would check the warehouse and me back. She said they had my rug and totes and she would check to see when their next truck would be coming this way. she checked and said it would be between Nov 8 thru 15. Wasn't happy with that but agreed to wait for my property to be delivered. To make a long story short, I have been promised numerous times they will be sending my property to me and I haven't received it yet. This has been going on since October. I call and get sent straight to their voice mail. I leave messages and they don't return the call. The only time they have ever called me back is to tell me how much my cashier's check should be. I have also spoken to the owner of the company once and he assured me the situation would be handled. That was in early December. Please tell me what I need to receive my property. I really don't want to go the legal route but I will if necessary.

  Business response

  02/15/2022

  The customer's property is at our warehouse.  We are actively looking for shipping.  We have every intention of having items delivered as quickly as possible.  We have also spoken with the customer, as well, to let her know our intentions. 

  Customer response

  02/16/2022

   
  Complaint: 16735960
  
  I am rejecting this response because:

  I called ******************************* again on 2/07/22. They said the had received the complaint from the BBB. Said they were going to bring me the rug and totes rather have them shipped to me. Spoke to the owner and he gave all kind of excuses about why they had not resolved this issue. Said they would call with the date they would be making the delivery . It's been a week and I haven't heard from them

  Sent from *****************************

  
  
  Sincerely,
  
  *****************************

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